Google Apps is now G Suite. Same service, new name. More about the name change.

Set up your Help Desk

Your users will likely need general IT support for G Suite and the other programs and systems you use in your organization. This page will help you set up a Help Desk to optimize your support operations.

You’ll want to keep your Help Desk accessible by setting up multiple channels of support, including:

Phone

Email

Chat/Video Chat

VOIP

Website

Internal wiki, like a Google Site, to house all troubleshooting information (not just for G Suite)

Walk-in (clearly post your hours of operation)

Most Help Desks use Remedy or some other internal ticket system to keep track of requests. Use metrics to track support volumes, time to resolution, etc.

Another approach is to create a Google Form where users can submit their support requests. This can be posted to a Google Site or circulated via email. You can also create a Google Group for Help Desk support questions to respond to issues and share best practices.

Contacting Google for support

For a helpful list of things to check for when troubleshooting a particular app, check out the Support resource templates. If you’re opening a case with us, we’ll need this information from you so we can resolve your issue as soon as possible.

For end-user questions, use the Apps Help Center. Select the app you need help with, e.g. Mail, Calendar, or Drive. If you don't see the icon you're looking for, just click Show all products in the upper left. Once you’ve found your product, click Help Center. From here, look under Fix an issue and you'll see Known issues and General troubleshooting for common issues.

Want to see what issues others are having and how they were able to resolve them? Check out the Google help forum.